Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Customer inquiries not visible in JIRA

Hi all! we use the JIRA Service Desk and have always received our customer support inquiries at our support email address, which is also linked to JIRA, i.e. all inquiries are also visible in our JIRA. But today we had the case that a user's request only landed in our inbox, but was not visible in JIRA. Does anyone have an idea why this happened?

We then created a few test inquiries ourselves, which landed both the support e-mail inbox and JIRA.

1 answer

0 votes

Hello ngandeu@galaniprojects.de,

Welcome to Atlassian Community!

When using a custom email address on a Service Management project, Jira will read the unread emails in the inbox. With this said, if someone accessed the email and read the email before Jira, the ticket won’t be created.

It’s also important to check if the email wasn’t disconnected from the project.

Please, ask your Jira administrator to go to the Cog icon > Products > Email requests. On this page, they can see all email addresses connected to each project, and then they need to click on “View log” for the affected one and check if there is any error on the “Connectivity log”.

If you are the project administrator, you can check the “Processing log” that shows the reason why the ticket wasn’t created. 

Go to Project settings > Email requests (company-managed projects) or Project settings > Channels > Email (team-managed projects) and click on “View logs”

Screen Shot 2021-07-13 at 14.12.49.png

Please, take your time to check these details and let us know if you have any other questions.

Kind regards,
Angélica

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

Atlympic Event: Jira Service Managemnt

Hello Community!  Quick disclaimer: We are running a contest on Community (The Atlympics!) from July 23rd - August 8th of 2021. If you are interested in participating in this contest (prizes! ...

177 views 0 3
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you